Enthusedtone fromstart tofinishLeftdetailednotesAssured thecustomerthat we canassistTailored theempathystatement tothe reasonfor callingMentionedtheoutboundscriptTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementSharedbestpracticeswith a peerDidn'tover talkthecustomerDispositionedthe callproperlyRecapped the callprior toending/transferringSent anACE toa peerAcknowledgethe customerby their nameCelebratedwins with thecustomer(reassurance)RemainedconversationalReassuredthe customerwith 3 powerwordsFollowed theproper 5-point holdprocedureProvidedclearinstructionsUsedtoolsAnswered thecall within 10seconds (micdown vs up)Ready to takethe callAsked "if there'sanything else toassist with" priorto transfer/callendingBrandedthe callOwned theresolutionwith positivephrasingAskedprobingquestionsBuild rapportaround thesmart deviceAssistedin thegroupchatWarmTransferDeliveredanexceptionalexperienceScheduleda callbackEnthusedtone fromstart tofinishLeftdetailednotesAssured thecustomerthat we canassistTailored theempathystatement tothe reasonfor callingMentionedtheoutboundscriptTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementSharedbestpracticeswith a peerDidn'tover talkthecustomerDispositionedthe callproperlyRecapped the callprior toending/transferringSent anACE toa peerAcknowledgethe customerby their nameCelebratedwins with thecustomer(reassurance)RemainedconversationalReassuredthe customerwith 3 powerwordsFollowed theproper 5-point holdprocedureProvidedclearinstructionsUsedtoolsAnswered thecall within 10seconds (micdown vs up)Ready to takethe callAsked "if there'sanything else toassist with" priorto transfer/callendingBrandedthe callOwned theresolutionwith positivephrasingAskedprobingquestionsBuild rapportaround thesmart deviceAssistedin thegroupchatWarmTransferDeliveredanexceptionalexperienceScheduleda callback

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
G
2
O
3
I
4
B
5
B
6
I
7
G
8
N
9
N
10
I
11
N
12
G
13
N
14
B
15
I
16
B
17
N
18
O
19
G
20
G
21
O
22
B
23
O
24
G
25
O
26
I
27
I
28
O
29
B
  1. G-Enthused tone from start to finish
  2. O-Left detailed notes
  3. I-Assured the customer that we can assist
  4. B-Tailored the empathy statement to the reason for calling
  5. B-Mentioned the outbound script
  6. I-Troubleshooted the issue before transferring
  7. G-Confirmed the reason for calling outside of the compassion statement
  8. N-Shared best practices with a peer
  9. N-Didn't over talk the customer
  10. I-Dispositioned the call properly
  11. N-Recapped the call prior to ending/transferring
  12. G-Sent an ACE to a peer
  13. N-Acknowledge the customer by their name
  14. B-Celebrated wins with the customer (reassurance)
  15. I-Remained conversational
  16. B-Reassured the customer with 3 power words
  17. N-Followed the proper 5-point hold procedure
  18. O-Provided clear instructions
  19. G-Used tools
  20. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  21. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  22. B-Branded the call
  23. O-Owned the resolution with positive phrasing
  24. G-Asked probing questions
  25. O-Build rapport around the smart device
  26. I-Assisted in the group chat
  27. I-Warm Transfer
  28. O-Delivered an exceptional experience
  29. B-Scheduled a callback